Our expertise in chatbots and artificial intelligence at Swisscom Digital Technology
Why to use invest in a chatbot
A recurring observation about chatbots is the difficulty for companies to make up their minds. Indeed, are the conditions in place to equip themselves with them? Whether it is for customer service, internal support, or the acquisition of new customers, many companies are convinced that they should go down the path of chatbots, AI, and automation. However, they are still uncertain as to what approach to take for a first project.
So how do you know if you need a chatbot? Here are 7 situations that indicate that the time has come to integrate such a tool.
1 - Your customer support team always answers the same questions
Most of your customers have the same requests (connection problems, order tracking, returns, transactions, ...) and these questions are answered in your FAQ. However, you always receive a large number of them, which clogs up your customer service. A chatbot can give an immediate answer to recurring requests and can forward to your department support requests requiring human intervention.
2 - The cost of your customer service is rising
Your business is growing, you have more and more customers and that's good news! However, this forces you to hire many agents to handle support requests: this is not sustainable. A chatbot can provide the first level of automatic support and allow your agents to focus on urgent requests.
3 - The customer experience is at the heart of your strategy
Ensuring a smooth and seamless experience is key to your business. However, at the support level, your customers spend too much time waiting for their requests to be processed, which produces dissatisfaction and jeopardizes this objective. A chatbot can ensure an immediate and satisfactory response at all times. In addition, by pre-qualifying requests that are passed on to agents, a chatbot will reduce the time it takes to process tickets, thus contributing to your goal of a quality customer experience.
4 - You have tested a live chat tool, but the result is disappointing
To be close to your customers your team has set up an instant chat to allow your agents to converse directly with them. In practice, however, it is necessary to be able to ensure a permanent presence to respond immediately to requests, otherwise disappointed customers will leave your site. And your agents must stop what they are doing as soon as they receive an alert even for low-value questions. The result? Everyone loses time and gets annoyed quickly. A chatbot will be able to respond immediately to all requests and will only hand over to an agent for those that require intervention.
5 - Self-care is part of your customer strategy
You have decided to base your customer relationship strategy on more self-care, i.e., you want to give more autonomy to your users on your site or mobile application. This greater autonomy allows your customers to get answers more quickly, to take charge of your solution without waiting for help, to be trained on your tools, and to contact you only when the questions are important. For a better self-care experience, a chatbot will be able to intervene to help them in an interactive, fast, and personalized way.
6 - You have many internal requests
Your employees have many questions on internal subjects such as HR, technical, RGPD, or onboarding (wifi, printer, ...). All these questions are important and must be answered to make the daily workflow smoothly and productively. However, the teams in charge of answering these questions are overwhelmed and not always available and this generates frustration and loss of productivity.
A chatbot is a suitable solution to facilitate this internal support process. Beyond a quick response, an internal bot also reduces tension (you can ask "silly" questions). The bot is also always available, ensures the anonymity of the questions, provides statistics, and does not care about answering recurring questions.
7 - The turnover of your support team is very high.
There is a misconception that a chatbot would be unwelcome to the support teams, who would feel threatened by this technology. However, the opposite is true. Chatbots are usually considered as "a buddy who does the dirty work". The bot lets the agents concentrate on more complex and sensitive issues. The bot is the first point of contact, and it pre-qualifies these requests before forwarding them to the support team, allowing it to reduce ticket processing time.
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